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Customer Service Representative (Level III) in Chandler at Collabera

Date Posted: 8/9/2018

Job Snapshot

  • Employee Type:
    Contractor
  • Location:
    Chandler
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/9/2018

Job Description

• The Wealth Claims Lost/Stolen associate will be responsible for the initiation of various fraud and non fraud claim types including credit card, ATM, debit card, check fraud, ACH transactions, and online wire transfers for banking and brokerage products and would operate as a concierge for the client base.
• Associates will handle inbound calls from advisory clients.
• They will be responsible for resolving client merchant, credit, or ATM claims within the bank's policies and procedures.
• Responsibilities include: investigate and decision daily incoming claims using multiple systems and tools; resolve client differences; answer service requests and inquiries received from various channels.
• The associate may also debit or credit client's accounts as appropriate, process chargeback’s or update clients regarding pending claims.
• They will also maintain internal operational and financial controls for all assigned cases and ensures that all cases are resolved in compliance with industry regulations and internal policy and procedures.
• Works within a team environment.
• They may provide support and training to other service associates within the department.

Key Responsibilities include:
• Handle incoming client and branch office calls utilizing professional telephone and problem solving skills
• Assisting clients with brokerage and/or banking claim inquires, initiation, and updates.
• Minimize fraud and financial loss by blocking and reissuing client material ( i.e. cards, checks)
• Consistently achieve minimal or beyond expectations for performance metrics and quality standards

Training schedule:
• 6am, MST – 8:30, MST for 8 hours with 30 minute lunch
• Start time could vary but would fall between above hours
• Training will be 6-8 weeks
• Please set expectation that there is no time off during training period

The department hours are as follows:
• Monday – Saturday | 6am-10pm, MST (AZ Time)
• Sunday | 4am-10pm, MST (AZ Time)
• Vacation/Time Off requests – All requests are based on availability, business need and must be preapproved in advance by their manager
• Candidates must have open availability with no schedule restrictions and will include at least one weekend day in their schedule
• Candidate will be assigned a schedule 4-6 weeks into training
• Could be an opening, mid-day or closing shift
• It will include weekends
• Required to work holidays (site is open all holidays)
• Voluntary Overtime available depending on business needs
• Not often but we have had to mandate overtime in the past

Job Requirements

• Must have banking/financial experience
• Must have call center customer service experience